Lorna Cousins
Dublin
Summary
Proactive Department Manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Department Manager
Urban Outfitters
06.2023 - Current
- Effectively manages and oversees store opens and closes to deliver retail standards expectations and cash handling processes.
- Strives to ensure all departments are commercially and visually set using company guidelines.
- Prepares detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness.
- Evaluates employee performance and conveyed constructive feedback to improve skills.
- Cultivates positive rapport with fellow employees to boost company morale and promote employee retention.
- Manages inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Defines clear targets and objectives and communicated to other team members.
- Created and enforced department policies, procedures and standards to establish productivity and quality.
Team Leader
Urban Outfitters
08.2022 - 06.2023
- Trained and developed team members to reach service KPI targets.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Sales Associate
Urban Outfitters
09.2021 - 08.2022
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Managed returns, exchanges and refunds in accordance with store policy.
Supervisor
Decathlon
09.2020 - 09.2021
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Achieved results by working with staff to meet established targets.
- Boosted team performance by developing customer service training materials and conducting service training.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Bartender
Blue Haven Collection
07.2018 - 09.2019
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Waitress
Kinsale Hotel And Spa
03.2016 - 07.2018
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Trained new servers on restaurant policies and procedures.
- Contributed to the restaurant''s positive reputation by consistently delivering exceptional service and building rapport with regular patrons.
- Promoted specials or upsold items effectively, increasing average check size and boosting overall sales revenue.
- Ensured food safety compliance by adhering to proper handling procedures when serving dishes.
- Collaborated with team members to ensure seamless guest experiences and resolve any issues promptly.
Education
Bachelor of Arts - International Relations
Dublin City University
Dublin, Ireland05.2022
High School Diploma -
Bandon Grammar
Cork, Ireland 05.2019
Skills
- Business Analysis and Reporting
- Performance Management
- Personnel training and development
- Retail Management
- Operations
- Administration and Reporting
Certification
- ICDL License - 2022
- Microsoft Excel Certification- 2019
- Manual Handling- 2021
Languages
English
Native language
Spanish
Upper intermediate
B2
Irish
Upper intermediate
B2
Timeline
Department Manager
Urban Outfitters
06.2023 - Current
Team Leader
Urban Outfitters
08.2022 - 06.2023
Sales Associate
Urban Outfitters
09.2021 - 08.2022
Supervisor
Decathlon
09.2020 - 09.2021
Bartender
Blue Haven Collection
07.2018 - 09.2019
Waitress
Kinsale Hotel And Spa
03.2016 - 07.2018
Bachelor of Arts - International Relations
Dublin City University
High School Diploma -
Bandon Grammar
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